MYJIO - TELECOM
MyJio Mobile is your one-stop destination for recharges, checking usage, viewing My plans, and a lot more
My role
Conduct user research to understand the user. Find out their pain points and provide best possible solutions.
Responsibilities
User Research
UI/UX Design
Interaction Design
Usability Testing
The problem:
Based on our analytics and business reports, we have identified that a significant number of users initiate the account recharge process but do not complete it, resulting in drop-offs during their journey
The goal:
To investigate and uncover the underlying user experience issues and barriers that lead to drop-offs during the account recharge journey, with the aim of improving the conversion rate and overall user satisfaction
User research: summary
We conducted user research with a diverse group of 7 participants, comprising 4 males and 3 females within the age range of 20 to 40. The research aimed to gain insights into users' behaviors, needs, and goals in relation to account recharge within the MyJio app
Initially, we conducted in-depth interviews with participants to understand their lifestyles, general behaviors, and more. These interviews helped us form an initial impression of the participants and provided context for their preferences and expectations.
Participants were asked to use the MyJio app to recharge their accounts while we observed their interactions. This allowed us to gain a deeper understanding of their needs, pain points, and behaviors during the recharge process.
User research: pain points
1
Pain points
Inadequate data visibility on the screen, not sure what to do.
2
Pain points
My parents don't know how to do recharge online so they always go out of balance. I Should get a reminder for my family account recharges
3
Pain points
Not able to see vouchers or coupons.
Other apps do
4
Pain points
Inconvenience in changing payment modes, requiring a complete restart instead of a quick switch
Persona: Nikhil Patwardhan
Problem statement
Nikhil is a busy working professional who needs an app to check available recharge plans and easily recharge both his and his family members' mobile accounts because he doesn't have time to visit a physical store.
Persona: Neha Bhopale
Problem statement
Suhas is a busy sales executive who needs an mobile app where he can recharge his all mobile accounts because he don't have time to go to shop for recharge
Personas
We created personas whose goals and characteristics represent the needs of a larger group of users.
It helped our entire design team to stay focused and create a design that serves real users.
Paper wireframes
Usability testing : Plan
We planned usability testing to test the Low-fidelity prototype with real users
Usability study : Findings
After conducting usability study. We observed some findings
1
Instead of promotional banners users are more interested in his account information
2
In the recharge journey, user wants more detailed information about the plan to understand the benefits of the plans
3
There should be also 'Buy' button on plan details page. So we can reduce the user's clicks here
4
On the payment page, the user wanted to have offers or coupons available
Refining the design
Mockups
High-fidelity prototype
Mockups
Instead of promotional banners users are more interested in his account information. So we put the account card on the top where user can check account information easily and quickly.
Before usability study
After usability study
Mockups
Before usability study
After usability study
In the recharge journey, user wants more detailed information about the plan to understand the benefits of the plans. So without disturbing the current experience we added 'View details' in each plans
Mockups
Before usability study
After usability study
There should be also 'Buy' button on plan details page. So we can reduce the user's clicks here
Mockups
Before usability study
After usability study
On the payment page, the user wanted to have offers or coupons available. So we added 'offer banners card' and 'apply voucher' link on the top.
